Online reservation

2. Payment methods

2.1. Online payment

If the passenger chooses to pay on-line, Amadeus sends the information (fare + taxes) to a secure external payment processor (GlobalCollect) which authenticates/authorizes the transactions (including through 3D Secure in case of VISA and MasterCard transactions) and processes the payment. If the transaction is confirmed, the external processor sends back the payment reference to Amadeus in order to finalize the booking and to allow the ticket issuance. The payment reference has the following structure: pnr +order id (5digits) allocated by the external processor to each transaction and AMADEUS INSERTS IT in fp line. All reservations paid on-line can be identified using the following:

RM MOP EXTERNAL PAYMENT

FP EXTXXXXXXXXXXX ( ex. EXT5TSB2410446 where 5TSB24 represents the record locator AND 10446 represents the unique reference assigned by PSP)

2.2. Offline payment

If the passenger chooses to pay off-line, the passenger must contact a TAROM Agency in maximum 48h from the booking completion in order to pay for the respective reservation and to have the ticket issued. Otherwise the reservation will be automatically cancelled by the system. The passenger can pay by any means of payment accepted by the ticket issuing agency.

All reservations paid off-line can be identified using the following:

RM MOD: CUSTOMER PICKUP AT CITY TICKET OFFICE

RM MOP: CALL ME

IMPORTANT:

The ADVP fare: because the booking moment is considered the payment/ticket issuing moment, if in the time range of 48 hours between the reservation moment and the payment/ticket issuing moment, the ADVP rule is exceeded, this rule must be ignored.

3. TICKET DELIVERY METHODS

3.1 ONLINE PAYMENT

For the electronic ticketing eligible, e-ticket is automatically issued. ITR is also automatically sent to the e-mail address mentioned at the reservation moment.

3.2 Offline payment

RO Agency/Airport ticketing point will charge the amount for the reservation and will issue the e-ticket. The ITR will be mandatory sent to the e-mail address mentioned in the reservation.

4. Ticketing procedure

IMPORTANT: It is mandatory for an agent to verify if the ticket has not been already issued.

4.1. Online Payment

As it was mentioned before, for e-ticketing eligible routes and for the reservations paid online, the e-ticket is automatically issued on IATA office 69490573. All the e-tickets issued on IATA office 69490573 will have FARE line filled in COC (Currency of Commencement Country). “Equiv Fare Paid ” will be in EURO.

Romania is considered Country of Payment (COC), IATA office 69490573 being assigned to Romania.

If the e-ticket fails to be automatically issued for technical reasons, the reservation will be automatically queued to TAROM ticketing office located in Henri Coanda airport; the ticket will be manually issued according to existing TST.

The TST is automatically stored and it can be used for ticketing for maximum 3 days from the date of reservation without changing the fare, taxes and currency exchange rate stored in the TST. Beyond 3 days, the TST expires and the issuing agent should update it using TTP/O input. In these cases, the ticket will be issued using the fare/taxes/exchange rate applicable at the time of reservation.

In case of the online bookings automatically cancelled by the system with no electronic tickets issued, if the passenger does not own documents that prove the payment, the agent must verify the payment by contacting Otopeni Ticketing Office. If the payment was made or proven to be made, an electronic ticket should be issued based on the TST stored (TTH) in the cancelled PNR. Fare/ RBD will be according to the PNR/ TST and the payment proof. If the RBD in the cancelled PNR is not available, the lowest available RBD in the same cabin will be used, but the fare used will be that one in the TST regardless of the RBD. In order to issue the ticket, a manually TST containing all data in the stored TST (fare, rates, validity, taxes etc) will be used.

In order to avoid any confusion about the difference between the fare basis in reservation and the RBD appearing in the e-ticket mask, the agent must insert at least one remark line to explain the difference:

RM: resa not completed on internet

RM: Fare ERPOMOES – pax rebooked in K class since initial E RBD not available anymore

When AXG element is entered, the total amount and TS must have same number of decimals. Example:

FSAXG*b258.53*V8.00

4.2. Offline Payment

In case of offline payment, the bookings will not be sent to a specific queue (Q8). The e-ticket will be issued by any TAROM Agency or airport office, depending on the passenger’s choice, but only after the payment had been completed by passenger.

For tickets paid in other currency than the currency of the stored TST, “equivalent fare”, “taxes”, “total” must be changed using the exchange rate applicable at the time of reservation.

In case of offline payment (MOP CALL ME), the Form of Payment field will be filled in with the corresponding code of the form of payment used.

ATTENTION: In case of offline payment, TKXL line will be cancelled and it will be replaced by TKOK.

“Endo/ Restrictions” box shall be modified by entering the TS in FE line.

Example:

FE TS8EUR / FARE RESTRICTIONS APPLY

TS- service charge code

8EUR- service charge amount

“fare restrictions apply”- restrictions entered automatically by the system according to the fare rule

AXG element shall be entered as following:

FSAXG*L258*V8

4.3. Cancellations and Changes

Once the reservation has been completed no changes/cancellations can be made online. Any change in a reservation (cancellation, travel dates, route, class of booking) will be made only according to the conditions of the applied fare, even if the ticket has not been issued.

4.3.1. Reissuing

In case of reissuing, the Form of Payment line for the reissued document (DE) will be EX instead of CCIBK.

For instance, for a ticket initially issued in the amount of 113.03 EUR and reissued with an additional collection of 126.00 EUR paid by cash, please see FOP lines below:

Original issue FOP: FP EX/CCIBK/T3J5KYH10370 (automatically generated)

Reissue FOP: FP O/DE/+DE-EX/113.02EUR +/CA*EUR126.00

4.3.2. Upgrading

a) all conditions of the airfare initially purchased will be observed;

b) the difference between the new fare and the fare already purchased will be calculated in the currency of the country of commencement of travel;

c) the tariffs used will be those used at the date of commencement of travel.

5. Schedule change

In case of schedule changes, the reservations are automatically sent to queue of the office – located in the departure country.

The agent must contact the passenger at one of the phone numbers and/or at one of the e-mail addresses specified in the PNR ; the agent must also specify in an OSI in PNR if he/she either succeeded or failed to contact the passenger.

The ticketing agent must input the passenger’s phone number or an e-mail address if the traveller is not the same person as the sponsor or the person who made the reservation and every time the traveller’s contact details are different from the contact details mentioned in the PNR. For instance:

AP….(phone number or mobile)

It is mandatory to have at least one phone number and one e-mail address to be introduced in the PNR. If the passenger/sponsor does not have an e-mail address, the permanent address (country included) must be introduced in PNR.

6. Refund

6.1 Online payment

The passenger can contact any RO Agency in order to request the refund. The RO Agency must calculate the corresponding amount in compliance with the fare rules and must send the respective request to RO Treasury Department on SITA at BUHATRO in attn of Mrs. Alina Simion and must copy BUHCDRO in the respective message. The message must contain the following informations:

-PNR

-serial no of the ticket

-payment reference from the FP line (ex. EXT5TSB2410446 where 5TSB24 represents the record locator AND 10446 represents the unique reference assigned by PSP)

-the amount to be refunded.

Is mandatory to include the ticket in the agency sales report as refunded and to attach a copy of the SITA refund message to the sales report. If the refunded ticket is a paper ticket the agency must attach the refunded coupons to the sale report.

6.2 Offline payment (cash; cheque; po; POS; etc)

Supplementary instructions regarding the refund for a ticket issued and charged in a TAROM agency will be observed.

7. Others

7.1 Invoices

If a passenger asks for an invoice, the agency who received the request must raise the invoice even if the respective agency did not collect the payment. On the invoice is mandatory to mentioned ‘paid by EXT…’

7.2 Paper tickets not picked up

If the passenger does not pick up the paper ticket, the ticket issuing agency must keep the coupons till the ticket expiration; after ticket expiration, the tickets must be sent to Revenue Accounting Department.

7.3 Support

The support for online bookings engine (only for issues refer to Internet bookings and site functioning) will be offered by Internet Distribution Office, Distribution Department. For any problem, question, comment, or suggestion related to the online booking engine please feel free to contact us at:

e-mail: [email protected]

telex: BUHCDRO

GABRIEL: ZZHUS, ZZELV; ZZSMC

The support for problems related to fares, taxes and ticketing issues would be offered by TAROM Tariffs, Regulations and Support Department.

e-mail: [email protected]

tel: +40-21-201.47.26;+40-20-204.12.82

telex: BUHQTRO

Schedule: Mon-Fri 08.00-16.00 (LT)

The support for problems related to payments will be offered by treasury department.

e-mail: [email protected]

tel: +40-21-201.49.42

telex: BUHATRO

Schedule: Mon-Fri 08.00-16.00 (LT)